---
sourceDocument: Brazil Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

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    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Machine learning and natural language capabilities

# Machine learning and natural language capabilities {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The ServiceNow AI Platform includes non-generative AI capabilities that use machine learning and natural language processing to automate tasks, classify data, and enable natural interactions. These capabilities include Natural Language Understanding (NLU), Natural Language Query (NLQ), Predictive Intelligence, and Task Intelligence.

The ServiceNow AI Platform includes a set of non-generative AI capabilities that use machine learning and natural language processing to automate tasks, classify data, and enable natural interactions. These capabilities complement the
generative AI experiences provided by ServiceNow Otto.

## Natural Language Understanding (deprecated) {#platai-machine-learning-natural-language-capabilities__section_glf_qfg_rkc}

Natural Language Understanding (NLU) powers intent detection in Virtual Agent, enabling chatbots to understand what users are asking and route them to the right topic or response. NLU supports model management, multilingual models, and integration with Virtual Agent through the NLU Workbench. To build and manage the intent models that power Virtual Agent, including multilingual models in the NLU Workbench, see [(Legacy) Natural Language Understanding](https://www.servicenow.com/docs/L9qoPX4GzcogDdJnXOhGVg "ServiceNow Natural Language Understanding (NLU) provides an NLU Workbench and an NLU inference service that you can use to enable the system to learn and respond to human-expressed intent. By entering natural language examples into the system, you help it understand word meanings and contexts so it can infer user or system actions.").

## Natural Language Query {#platai-machine-learning-natural-language-capabilities__section_hlf_qfg_rkc}

Natural Language Query (NLQ) lets users query platform data in everyday language, so non-technical users can retrieve information without writing filters or building reports. To let users retrieve platform data in everyday
language without building filters or reports, see [Natural Language Query](https://www.servicenow.com/docs/LnH6VZv1_VIYWk97~qcKZg "Natural Language Query (NLQ) enables you to query the data in your instance by entering plain language requests into the user interface.").

## Predictive Intelligence {#platai-machine-learning-natural-language-capabilities__section_ilf_qfg_rkc}

Predictive Intelligence applies machine learning across business units. Administrators can train machine learning models that automatically populate fields during record creation, categorize and route work based on how
records have been handled in the past, recommend resolutions to cases that are similar to previous ones, and identify major outages based on incoming incidents. To train machine learning models that classify and route work, populate
fields, and recommend resolutions from past records, see [Predictive Intelligence](https://www.servicenow.com/docs/8zftCJL9z_pFYYFesPBvnQ "Predictive Intelligence is a powerful interface to train machine learning models. With Predictive Intelligence, you can improve performance, efficiency, and flexibility to your systems across multiple business units.").

## Task Intelligence {#platai-machine-learning-natural-language-capabilities__section_jlf_qfg_rkc}

Task Intelligence applies machine learning to task management, improving how work is routed and processed across the organization by learning from patterns in instance data.  
Note:  
These machine learning capabilities operate independently of ServiceNow Otto and don't require an LLM. They are trained on instance data and can be deployed alongside generative AI capabilities.

To improve how work is routed and processed by applying machine learning to your task data, see [Task Intelligence](https://www.servicenow.com/docs/bCckvyKKDKz4wQ~A0Dda7A "Task Intelligence uses machine learning to train solutions with your data and achieve important outcomes.").